Not good customer care & support

Pricill,

Thank you for “reviewing” our “phone lines” and your false claims.

In your so called “review”, there is no mention of our software,and it seems you even haven’t installed it. It seems you don’t have to claim anything about our software and community support, so you reviewed our phone lines.

Your accusations about our location and legal presence are irrelevant and groundless, and clearly is with the goal of reputation damage to our company. We understand why you hide you real name. However, our lawyers can communicate with the WordPress community for finding out about your real ID for necessary legal actions.

We have customer care available standard business hours EST. Our customer care team is professional, friendly, knowledgeable and always happy to schedule a conference call regarding our products and services for professional and “real” clients. Real clients can schedule a call by opening a ticket here to have a full portfolio and demo.

As a developer with a proven track record of great support even for free users:, we can only assume that you don’t have a proper understanding about our clear support policy

As outlined in all documentation, we – like the majority of software companies – do not provide support over the phone. It is ticket based. Our telephone customer care provides information about our products and services, and answers general questions.

If you are a real paid user,(which we doubt) and you are unsatisfied, you are very welcome to ask for a refund. If you are a free user, your expectations to have a telephone support is illogical and irrelevant. In that case, you are welcome to uninstall our software.

Your attitude against customers or clients? is not good and showing how you care about your future customers.

You claim that you are a company that you can call with a US phone number but it never works and you have no people in US working for you.

The only false reviews I see here is your own created reviews and it would be good for WordPress community to find out these false reviews you are doing for your own software! See the last new reviews after this one for example! Its nonsense reviews!

We don’t hide our name – You are hiding your name behind many nicknames and a company with fake persons! And you seems not to have have a company with amy employees and a phone number where you can answer phone calls normally!

Stop accusing anyone else for something you are doing yourself! Let people customers call your phone number anytime and check themselves and they will discover how things are.

Pricill,

We are a fully registered and legal and real entity in the U.S. (From 2011 – Newark – Delaware) We understand that some of our competitors are desperate because our great software and amazing support in the WordPress community (more than 99% resolved subjects) took a huge chunk of their market and they try unethical methods to question our reputation by reviewing our phone lines instead of even one word about our software.

I advise you to stop hiding behind a fake name, question other’s people valid reviews, be brave and open a ticket here with your real information and our legal team will send you more information about our legal presence. I’am pretty sure you will be satisfied with the information that you receive. (If this is your concern as a “real” client.)

#modlook

Hereby, we ask one of our moderators to have a look at this thread as it has nothing to do with the software that is listed and it’s just bunch of accusations about the legal presence of a company, other people’s reviews and location of employees.

*Reads whole review. Twice.*

This really is not a useful debate and it’s a bit of a drag. But hey, I did volunteer to be a moderator so here goes. From the top starting with @pricill

Your attitude against customers or clients? is not good and showing how you care about your future customers.

I’ll focus on the “future customers” part.

If you are actually a customer of theirs then you have a way to contact them. It’s up to them to provide that means to their customers. But publishing a phone number for free users of their plugin or service? Honestly, why would anyone do that for free users?

Publishing a phone number would be nuts. There are enough entitled free users who incorrectly think they are owed an email or phone call for a free volunteer supported plugin. Can you imagine the deluge of free “future customers” who would flood their phones that way?

Would you make that commitment and pay people to man phones like that? Hint: no one does that.

If you are a free user then set your expectations correctly. No one owes you anything. Move on and go elsewhere. Find a new plugin or service.

If you are actually a customer then contact the author directly via the link provided.

https://support.realtyna.com/index.php?/Default/Tickets/Submit

If you’re their customer then the relationship is different from when you are just a free user. Use that relationship and seek help for your problem.

Moving on to the author.

@realtyna A few things. You tag the topic modlook in the sidebar. Putting #modlook in the text doesn’t do anything.

https://codex.www.ads-software.com/Forum_Welcome#Contacting_the_Moderators

I just happen to read all of the review posts.

Hereby, we ask one of our moderators to have a look at this thread as it has nothing to do with the software that is listed and it’s just bunch of accusations about the legal presence of a company, other people’s reviews and location of employees.

I am sorry, but no.

Here’s why. Part of the user experience is the upsell and service you provide. Your plugin page has (quick count by eye) 12 links to your sites. You do upsell hugely.

This review is one person’s opinion on that experience. You made this review and others like it valid when you bound the plugin to your site that way.

If this user’s experience was about some other software that has zero to do with your plugins here then yes, I’d delete this review in a quick minute.

Now… about the other part.

I advise you to stop hiding behind a fake name, question other’s people valid reviews, be brave and open a ticket here with your real information and our legal team will send you more information about our legal presence.

Ha! No. You don’t see the irony of replying that way with the name “Realtyna”?

*Drinks more coffee*

Some people use their real name here. I do. But if someone wants to remain anonymous then that’s perfectly fine in these forums.

It’s good of you to offer to let them see your company’s legal filing (and that’s how I chose to interpret that remark) but while this user may remain nameless, you are representing your company here. You can remain anonymous if you choose (that’s totally fine) but your replies will and do have an impact to your company’s reputation.

Please keep that in mind, OK?

I’m not deleting this review but it the back and forth continues pointlessly then I will close it.

I totally missed this part, even though I read it twice. I blame the coffee.

However, our lawyers can communicate with the WordPress community for finding out about your real ID for necessary legal actions.

@realtyna This is me putting on my serious face and please take this to heart: if you make threats like that again I will recommend that your plugin gets closed in the WordPress repo and removed.

As it is I am reporting that to the plugins team. Legal threats are taken very seriously here and that is a quick way to get into some real trouble.

Full stop: If that’s the way you want to reply here in these community support forums then you do not need to be here.

Yes, everyone is allowed bad days and sometimes people write things they should not. But do not do that again.

If you have any questions about your legal threat comment then feel free to take it to the plugins team via plugins [at] www.ads-software.com and I am sure they will explain to you in detail.

Hello Jan,

First of all, thank you for taking the time to review this thread and answer in details. We really appreciate it. As you said, drinking a morning coffee can solve many challenges ??

We appreciate and proud to be in the WordPress community. We agree with the most of the points you mentioned. Though, there is just one thing I feel needs some clarification.

As you can see, we have been here for all of our free users like the paid ones, so the legal word has nothing to do with this great community! As you can see, we strived to gain the trust and reputation of WordPress community users here.

A year back, we got harassed by one of our competitors who tried to damage our online reputation. We feel, public forums are sometimes defenseless to such methods. That’s why we mentioned the “legal” part in answer to this specific phrase

” they are not an existing company here in US”.

Which is a false claim and clear defamation and abusing the great freedom that we all have here in the WordPress Forums.

For your information, we already mentioned our legal address, information and all of the necessary legal document on our website and we have a Green SSL (Which required to validate the real legal formation of the company) on our website.

The identity of Realtyna LLC at Newark, Delaware US has been verified by DigiCert SHA2 Extended Validation Server CA. .

I hope this cleared the air and in this way, you know that legal notice to the false accusation above wasn’t meant for the WordPress community in any way. ?? We apologize for any misunderstanding and again, thank you very much for keeping the WordPress community a great place for innovation and creativity!

Realtyna Team
Carl Gable,
Admin Department

My experience with the Team at Realtyna LLC is nothing but perfect. The plugin WPL is easily the best one I have purchased ever, and I have bought about 50 over the years I have been a developer of WordPress based websites. The support is brilliant and the follow up is great.
The plugin speed up the development time by a huge factor.
My client loves his new website I have build just using The Base theme that is bundled with the WPL Pro version.
Regards,
Maxwell